Three Kinds Of Mentally Handicapped Customer Service In Terminal Sales

There was a joke that a customer was eating in a restaurant. When he was eating soup, he suddenly found a fly in his soup and angrily asked the boss to come and say it clearly.

The boss called the waiter at once.

The waiter said, "no, I got all the flies in the soup."

Of course, in reality, there are not many bosses in the joke, but the same as the waiter.

Performance one: treat customers as fools.

Some businessmen think that they are smart, and always think of themselves as smart.

A "disabled" chicken

In Wuhan, Mr. Wang, a banquet in a Tujia chicken house in the city, brought up the whole chicken with only one leg.

Mr. Wang hastened to call the waiter.

"How does your chicken have one leg?"

"I'm sorry, this chicken has a disability."

"What? Are you kidding?"

"This chicken is really disabled."

"You fool me as a fool!"

"Why are you so unreasonable?

People are so valuable that they all have disabilities, not to mention a chicken. "

"You are unreasonable, or I am unreasonable. I pay the full amount but give me a chicken leg."

After repeated protests from Mr. Wang, the waiter supplied a chicken leg.

This is a real story reported by the newspaper. The explanation of the waiter is ridiculous, making the customer a three year old kid.

In fact, there is a "disability" is the waitress himself, less a heart of integrity.

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Performance two: good things happen bad things.

Some businesses like to give profits discounts and give customers benefits. This is a win-win thing.

But there are always some unpleasant things in the process.

A household appliance chain big draw, a customer has won the three prize, but was told by the businessman that the prize had been sold out, and it originally printed a lottery ticket.

Fortunately, under the lens of reporters, businesses gave the same value prizes to customers.

Facing angry customers

One summer evening in Hainan, Mr. Yan and several friends went to the bar to drink.

When several people entered the door, he was stopped by Miss gate. "Congratulations, sir, the white shirt you wear is in line with our lucky customers.

You can have a glass of beer for free. "

Mr. Yan was so happy that he said to several brothers, "today I am much more fortunate than you. I have free beer to drink."

So Mr. Yan sat there waiting, but left and right could not see the shadow of the free beer, and the drinks of these brothers were fast enough to drink.

When he was in a hurry, he called the waitress and asked him what was wrong.

The young lady came over and politely said, "I'm sorry, sir. Your shirt is white and does not meet our standards."

Mr. Yan listened with anger. "What do I mean by your eyes? You can't see clearly in the daytime. You don't have to say anything free. Do you want me to sit and wait?"

"I'm sorry, sir. I know you can't afford beer.

But look at the more than 300 square meters of our rental, water, electricity, taxes and so on. There are tens of thousands of flowers!

"Oh, your cost has to be counted on my head!"

After that, Mr. Yan did not drink in the bar again.

In fact, the customer is willing to advise you and will be angry with you. That means he will give you another chance to spend next time.

And your rude attitude or arrogant handling will lose this repeat customer.

Professor Yan was not so lucky. He didn't drink beer, and he was also sarcastic by the manager.

The bar was supposed to do something good, but it did not handle it properly and offended a customer.

In fact, a beer is also a few yuan, the cost is not large, why bother.

Besides, you picked up something, and your eyes were so close that you could not forgive if you had no brains.

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Performance three: finding customers "trouble"

A lot of clever bosses always try their best to please their customers, even if the customers are wrong, they always show their courtesy. Some bosses are employees who are wrong, and they also put their responsibilities on customers.

Criticism: when customers and employees are misplaced

Professor Yan is driving his Volvo 960 on the Sichuan Chongqing Expressway.

"You are Professor Yan! Hurry up and bring back our bathrobe, or we will punish the W group for 150 yuan."

For a while, Professor Yan was somewhat baffled.

A few days ago, he gave CS training to W group in Chongqing, and stayed at the five star Z hotel. All the expenses were paid by W group.

He left the hotel four hours ago.

In fact, Professor Yan did not.

The disposable bathrobe is like a lady's coat, and the tall professor can't wear it and throw it to the side.

"Didn't your service staff spend 15 minutes to clear the house before I left? Why didn't you find out what I was doing at that time? If I leave, I'm going to ask for my TV if it's gone," Professor Yan said to Qiu Zong, a friend of Y Hotel.

He estimated that the service staff "clear the room, there is a process, not implemented", a casual inspection, found that less things, it was identified as customers steal.

When Professor Yan asked Qiu how he would deal with this matter, he said, "it should be affirmed that this is the responsibility of the employee. The 15 minutes' clearance of the house has not been checked out. It is his dereliction of duty. We should criticize him instead of the customer. Even if the customer has taken it, it is also a disposable consumer goods. It doesn't matter."

Later, the Z hotel really fined W group 150 yuan.

However, W group, who was informed of the details, said to Professor Yan, "we will not go to this hotel again to consume."

The trouble with finding customers is the trouble of finding money. Do you think such a person is not stupid? You open shop and work to earn money. Now you deliberately run away with money. Do you think there is a problem with your brain?

This market environment is not short of service, but lack of service consciousness and quality, and this shortage is quite serious.

People complain about this and complain constantly.

What are they complaining about? They are calling for sincere rather than deceiving, careful rather than arbitrary, responsible rather than artificial services.